Sales Leader | Helping organizations quantify and track customer business outcomes at Ecosystems, "Your Value Made Clear"
#Pulse2024 was fantastic. If there was ever any doubt, Gainsight is the best in the business in CS. Not just their technology but they are the embodiment of being customer centric and mission focused to deliver best in class customer experiences. Couple takeaways. 1) AI, AI, AI… shocking right? 2) Churn is still very much an issue. At Pulse, consistent through my discussions, there was a deliberate focus on leveraging AI to: 🏋♂️ make CSMs more productive/efficient (obvious) 💪 maximize investments to deliver a better/unified customer experience (with or without a CSM) ex how does the community we’ve built, interact with the digital training we’ve created, and the marketing resources we are sending based on the type of customer and where they are in their journey (this is big brain stuff) 💗 deliver a better/more empathetic human-led experience. This is probably the most exciting to me and what is driving our ViViEN AI capabilities at Eco It’s also pretty apparent that there is an overwhelming amount of information about AI. When there’s an overwhelming amount of information, people tune out, which makes it even more important to help customers navigate and curate content that can help with learning. There is still a lack of trust in AI. Ironic since a lot of folks are being asked to position their companies AI capabilities, yet their own legal teams would never let them have a partner use their data for AI efficiencies and capabilities. How’s that going to work? 😮 Churn. Even some of the biggest and best recognized companies are struggling with churn. Logos that you might think are crushing it based on investor presentations and/or their LinkedIn presence are discretely focused on putting out fires. Couple themes continue to arise. 🤷♂️ There’s still a basic lack of alignment between functions. It's a tale as old as time but presales operating with different promised outcomes than what CS is tracking (shockingly common). Pre-sales promises monetized and non-monetized value from product capabilities and CS focuses on highlighting adoption and consumption metrics tied to totally separate value drivers entirely. Inability to show value digitally. I always go back to Gartner’s research on b2b buying that found 83% of a customer’s time in an active buying process is spent without you. For most tech, that time without you INCREASES once they’re a client (limited to monthly check-ins, or QBRs). Hopefully, they’re in your product more frequently than they interact with you. How are you making your value clear when you’re no longer in the room? It's part of what's so exciting with what we're doing with Ecosystems.io Web Services (EWS) in-app/product value realization, digitizing the self-service value realization experience. 🔚 The CS community really cares about each other and likes the work they do. These events have always been refreshing. Great seeing all the partners and clients. Till next year!
The B2B Website Guy — Helping companies increase their website leads | CEO @ Appsmove
2moLoved your takeaways from Pulse2024, Alex! 😊 AI's role in boosting CSM productivity and pushing for a unified customer experience is huge. And let's talk about using AI for more empathetic customer interactions - that's some next-level thinking right there! But yeah, the skepticism around AI? Super ironic given how much it’s being hyped up.